Frequently Asked Questions

General Information

What is unique about Gear re-Store?

At Gear re-Store, we’ve joined hands with industry giants like Nikwax and Alberta Laundry Systems to tailor our industrial cleaning machines for peak performance. Our environment-friendly cleaning products are measured precisely for each wash, ensuring your gear receives the best care possible. With expert seamstresses and rigorous quality checks, led by veterans of the needle trade, we partner with top brands like Canadian Tire, Gore, Helly Hansen, Vail Resorts, Rab, Patagonia, Aspen Snowmass, Striker, Arc’Teryx and more to ensure every repair and DWR restoration meets top quality standards.

Why is it important to re-Store my gear?

Maintaining your gear not only enhances its performance but also extends its lifespan, keeping it out of landfills longer. Whether it’s the memories associated with your gear, its unique style and color, or your own sustainable initiatives, Gear re-Store helps you cherish and maintain these qualities. Each item repaired is a step towards more responsible consumer behavior, contributing positively to environmental conservation.

What makes Gear re-Store a responsible steward of our environment?

Our commitment to sustainability is demonstrated through our efforts to extend the life of gear, reducing landfill waste and minimizing the use of water and electricity. By using soaps instead of harsh detergents, we ensure our waste stream is significantly less harmful, aligning with our mission to protect the planet.

Service Process

How does your process work?

Before sending in your item to a Gear re-Store location, please email us and attach clear photos of the item and the area needing repair along with the appropriate repair form. Please use the relevant email address based on your location: [email protected] (for our U.S. locations in Pennsylvania or Colorado location) or [email protected]. (for our Canadian location in Calgary).

Please ensure your clear photos include the front of the gear, the back of the gear and an up-close one of the area that needs to be repaired. This allows our team to appropriately assess the damage and send an initial estimate. Once approved, we’ll ask that you complete a repair form and ship or drop off your item.

What kinds of repairs do you offer?

We repair a wide range of fabric-based items across multiple industries, not just outdoor apparel. Whether it’s a technical jacket from your last backpacking trip, a tactical vest used on the job, a high-end fashion piece, a branded hoodie you can’t live without, or your everyday commuter backpack… we’ve got you covered! 

Common repairs include fixing tears in technical and performance fabrics, replacing broken zippers or snaps, repairing seam failures, patching holes, and reinforcing high-wear areas. We also work with prototypes, discontinued products, and gear no longer covered by warranty. 

If you’re not sure whether your item qualifies, just send us a few photos and a brief description of the issue to [email protected] or [email protected], and we’ll let you know what’s possible. 

What should I do to prepare my gear for repair or cleaning?

All gear must be thoroughly cleaned before it arrives at our facility. This includes removing dirt, debris, pet hair, and any lingering odors. Items must be dry and emptied of personal items like belts, straps, carabiners or objects in pockets. If gear is received in unsanitary or unwashed condition, it may be returned at your expense or assessed an additional cleaning fee.

For best results when dealing with odor, disinfecting laundry additive designed for outerwear and performance fabrics will be your best bet. Otherwise, there are products made specifically for lingering odors in clothing. 

What kind of photos should I send before sending in gear?

Please send a photo the following: 

    • A photo of the full front of the item  
    • A photo of the full back of the item  
    • A close-up photo of the damaged area(s) that need repair 

This helps us prepare your estimate and determine the scope of work needed. 

Do you accept drop-offs?

Yes! Items can be dropped off directly at our shop. Check with the retailer and/or brand of the gear you are looking to repair first for possible warranty coverage. If the repair is under warranty, please contact the retailer and/or brand for a Repair Authorization number before bringing in your item.

How long will it take to have my gear repaired? 

Standard turnaround is 4–6 weeks once we receive your item. Rush service is available for an additional fee. Shipping to and from our facility may affect the overall timeline. 

Technical and Payment Questions

Can Gear re-Store repair any type of outdoor gear?

We specialize in the repair of a wide range of outdoor gear, including technical garments, backpacks, and sleeping bags. If you have a specific item in question, please contact us directly to confirm if it falls within our expertise.

Why can’t I reactivate my DWR at home?

While home reactivation is possible, achieving optimal results typically requires professional expertise. Our close work with industry partners ensures that your gear receives the best possible care, akin to professional services like plumbing or auto repairs.

What should I do to prepare my gear for repair or cleaning?

Please ensure that all gear is free of dirt and debris before sending it for repair or cleaning. Items should be dry and emptied of any contents like straps, belts, or loose items in pockets.

How should I ship my gear to you for repairs or cleaning?

Securely pack your gear in a durable box or shipping bag that can handle transit. Place a copy of the appropriate completed repair form inside the package, on top of the item, for easy access. Forms can be found at the bottom of this page and must correspond to the facility you’re shipping to: 

    • Calgary, Canada
    • Thornton, Colorado (near Denver)
    • Folcroft, Pennsylvania (near Philadelphia) 

Be sure to include your contact details and a brief summary of the repair or service requested. Photos and the repair form should be sent via email first, please ensure to send the email and wait to hear from us before shipping your item. 

What does your RFID technology do?

Our RFID system, Gear Tracer, logs every item that comes into our facility, providing details of the repair needed and your contact information. We’ll keep you updated via text or email when your gear arrives and when it’s ready to be returned, ensuring you’re informed every step of the way.

Can I track the progress of my repair or cleaning service?

Yes, with our Gear Tracer, our RFID technology, you can track the status of your gear throughout the repair or cleaning process. Updates will be communicated via the contact details provided at the time of service initiation.

How will I be billed for my repair?

Once we review your photos and repair details, we’ll assess the damage and send you an official estimate. If your item arrives with additional issues not previously discussed, we’ll follow up with a revised estimate for approval before proceeding. 

Once the repair is complete, we will email you an invoice through QuickBooks, where you can pay directly via credit card. 

What is the admin fee, and what does it cover?

Our admin fee supports the behind-the-scenes work that ensures your gear gets the proper attention it needs. This fee helps cover a variety of work. Some of the tasks this fee covers are: 

    • Reviewing your emailed photos and repair form 
    • Adding your item into our tracking system 
    • Assessing the item for visible and hidden damage 
    • Creating a detailed repair estimate 
    • Communicating with you about the repair scope, timeline, or updates 
    • Handling intake, repackaging, and coordination across departments 

This fee helps offset the time and care our team invests in your gear. Plus, you can ensure we’ll always communicate clearly before moving forward with your repair. 

Do you offer bulk service rates for teams, clubs, or organizations?

Yes, we offer special rates for bulk orders from teams, clubs, and organizations. Please contact our team for more information and to discuss your specific needs.

Warranty & Brand Partner Questions

How do I get started as a new brand partner with Gear re-Store?

After you submit your Contact Us form, you will start by working with our Director of Business Development and Sales, and our Brand Experience and Ongoing Customer Support team. Once connected, our onboarding specialist will walk you through next steps including your Repair Threshold, shipping preferences, and what materials you’d prefer us to use.


Who should I contact with questions about warranties or repairs?

Use our Contact Us page to get started! Then our Business Development, Sales and Customer Support team will be your go-to for initial partnership discussions and warranty program details. Once you’re onboarded, you’ll also have direct access to our General Manager of US Operations, Regional Manager, and others depending on your repair needs.


How do you handle repair approvals or estimates?

We’ll ask you to provide your brand’s Repair Threshold—the maximum value you’ll cover without needing approval. If a repair exceeds this amount, we’ll send an estimate for authorization before proceeding.


What happens if an item is deemed non-repairable?

Each brand can determine how they’d like non-repairable items handled. You’ll have the option to set those preferences during onboarding.


Can we use your in-house materials for repairs?

Yes, we offer in-house zippers, snaps, and other components or you can provide your own branded repair materials. Just let us know what you prefer.


Can Gear Tracer be added to each of our repairs?

Absolutely. For $2 per repair, Gear Tracer provides RFID tracking and real-time updates to your customers via text or email. This option can be activated during onboarding.


Interested in becoming a brand partner?

For all brand partnership and warranty program inquiries, use our Contact Us form. Once set up, we will guide you through the initial steps, including:

    • Setting up warranty repair thresholds
    • Deciding on repair material preferences
    • Outlining item procedures
    • Discussing shipping and Gear Tracer options
Let’s build a partnership that keeps gear in use-and out of landfills!

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